Workforce Engagement Management (WEM) - Optimize Your CX
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Unleash the power of a complete suite of applications infused with AI capabilities and digital solutions, delivering uncompromising CX in the challenging reality of flexible work environments, complex customer journeys, and rising customer expectations.
"Given that WEM drives the greatest measurable impact for contact centers, it’s time for WEM requirements to be given equal priority in customer experience suite decisions."
Sheila McGee-Smith founder and principal analyst at McGee-Smith Analytics
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Workforce Engagement Management (WEM): FAQs
One Platform. One Experience. Total Orchestration.
CXone Mpower drives intelligent automation that redefines end-to-end customer service. On one AI platform, you can unify workflows, empower agents, and centralize knowledge to break down silos and drive service transformation at scale.
With the breadth of a comprehensive suite, the depth of best-in-class solutions, and the flexibility to run on any third-party ACD, CXone Mpower WEM is ready to transform any business
CXone WEM offers comprehensive digital channel support, empowering businesses to manage interactions seamlessly in an asynchronous and omnichannel environment. Leveraging innovations like True to Interval (TTI) analytics, it ensures precise forecasting and staffing tailored to the unique demands of asynchronous digital channels. CXone WEM enhances every step of the quality and performance cycle for digital channels with features such as auto-sampling, automated form-filling, and compatibility with channel-specific metrics, KPIs, and characteristics. Additionally, CXone Supervisor provides robust real-time intervention capabilities, including monitoring, joining, and taking over interactions across all digital channels.
CXone Mpower WEM suite offers flexible tools on a native CX platform capabilities to ensure seamless operations for hybrid and remote teams. Features like AI-driven scheduling, performance analytics, and real-time collaboration enable managers to stay connected with their teams, provide timely feedback, and maintain high productivity levels—no matter where employees are located.
CXone Mpower WEM stands out with cutting-edge AI and Generative AI (GenAI) capabilities, including solutions like Copilot for Supervisors. These solutions provide real-time insights, automate repetitive tasks, and deliver AI-driven quality evaluations. Unique offerings like the CXone Interactions Hub unify voice and digital channels, ensuring regulatory compliance and streamlining workflows. Additionally, features like AI-powered gamification and TTI analytics position CXone WEM as a market leader, addressing the evolving needs of modern contact centers with innovation and efficiency.
Unlock complex data with generative AI for CX leaders. Take data-driven action with conversational questions and answers, without hunting down an analyst or report
Move beyond traditional inbound customer service into proactive, AI-powered experiences. Complete end-to-end automation of customer service workflows with NICE CXone Mpower.
Make the smartest buying decision with the latest Gartner analysis
NICE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.
